Service Desk Specialist

Are you a self-starter who takes initiative to resolve issues? Information Technology at Boys Town is where innovation and technology come together to make us one of the best by delivering game-changing, technology-driven business models and staying ahead of industry trends. As the Service Desk Specialist, you will be a part of the first level on- site triage team to resolve technical issues for Boys Town users.

Schedule: Full-Time - Monday-Friday 7:30 AM-4:30 PM EST

Responsibilities: 

• Acts as front-line interface to users, accepting requests for technical assistance for mobile devices, thin clients, computer hardware, peripherals, software, network, collaboration, communication, and productivity tools support.
• Excellent interpersonal skills, in addition to effective customer interaction/communication skills.
• Tier 1 level support experience preferred. 
• Ability to do technical research to fix problems.
• Knowledge of Windows 10 and 11, Office 365, LAN, WAN, and remote access.
• Diagnoses and repairs hardware and software malfunctions, user access, configuration, operations, and printing issues.
• Creates a positive end-to-end customer experience and provides a single point of contact.
• Diagnoses and repairs computer malfunctions, user access, configuration, operations, and printing issues. Implements hardware and software solutions.
• Enforce the latest affiliate information system/desktop/security standards and initiatives.
• Uses network and system software tools to pinpoint the nature and source of user problems.
• Escalate complex issues to more senior IT staff and follow through until resolved.
• Works with other divisions and departments in a positive manner to resolve user or network issues.
• Ability to work independently and prioritize work appropriately.
• Travel to other Florida Boys Town sites to assist with technical issues.

Required Qualifications:

• Associate Degree in Computer Science, related field, or equivalent is preferred.
• At least 1 to 3 years of IT experience including Desktop support and multiple Windows environments.

Preferred Qualification:

• Ticketing services/Service Now experience preferred.
• Knowledge of AD, Splunk, Solar Winds preferred.
• Available to travel and to work evenings or weekends as needed.

Certifications:

• Helpdesk applicable support certifications, Windows certifications, or CompTIA A+ certification preferred.

Diversity is more than a commitment at Boys Town—it is the foundation of who we are and what we do.

At Boys Town, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

About Boys Town:

Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference.

Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. Unique perks to Boys Town employees and their families include free visits to Boys Town physicians and free prescriptions under the Boys Town Medical Plan, tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life.

This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003.